“I am rating you a 3 on my most recent shipment . In the past, I would have rated you a 5. I have been ordering for a few years and everything has been perfect. However, I placed an order for $244.00 recently and there wasn't any dry ice. It is usual to have dry ice in my shipments. I understand how the dry ice is packaged from previous shipments. Plasic bags of dry ice. No dry ice in my box which said 5 kg of dry ice. And, even if not in plastic bags, it wouldn't have evaporated in 2 days, Fortunately, I was home when the box came and the items were still partially frozen. However, here's my complaint. I contacted customer support. The rep was very helpful. I was concerned because I had ordered some more food items to be sent to southern CA in the DESERT and was worried that the items wouldn't include dry ice. Since the items hadn't been shipped, she sent a message to make sure dry ice was included. However, here's my complaint. She sent a message about my lack of dry ice to someone in your organization, and all I got was an explanation of how dry ice evaporates. No apology for the mistake. There wasn't ANY dry ice in the shipment to me. No evidence of dry ice,”
Thank you for the feedback. If your order was not in good condition upon receipt, we will gladly replace this right away for you. Customer Service will reach out to you right away, directly to ensure that you have what you need.
We are so sorry for any frustration on this order!
Team Mackenzie Limited
“Sent the food to Florida too early. Not the expected date I asked for. I know it’s your policy to ship early due to weather conditions but, the food was almost defrosted and it’s for 25 December. Thank you.”
Thank you for alerting us to this. I did look at this order and it appears that you ordered this to ship right away, I show the order was ordered with the deliver commitment of "on or before 12/6". Someone from Customer Service will reach out to you right away to ensure the food is in good condition.
Team Mackenzie Limited
“The ribs we had were EXCELLENT!!!! I think they are the best I have had. My sister was visiting us and she even wanted to get some delivered to her when she gets back home. Excellent choice!!!”
“Shipped to the wrong address. I called within minutes of placing my large order on 12/1 to correct the ship to address. But that did not happen. Attempts to redirect with UPS did not work because they claimed the sender would not allow it, although I paid the $19.95 extra for premium service. I talked to you on 12/3 to ask you to let USP re-direct the package and the very nice lady chatted with her supervisor who said there was nothing you all could do. Your representative was trying be helpful and gave me a case number, but that onlys might solve a future problem. Hopefully the product is as good as previous orders.”
“I've ordered 2/3 times fromm Mackenzie for Christmas meals. The chateaubrion is a big hit so I order that plus acoule of vegetables. So easy and no mess. Just stick in oven. I usually call my orders in and everyone I've dealtwith is ot helpful. Looking forward to dinner again this year.”
“Ordering is a breeze and the site is easy to navigate. The pictures actually do the food justice. I think the array of product offerings is excellent. All that I have purchased for, including me, love the deliciousness.”
“This was my first time placeing an order with Mackenzie Limited and I couldnt be any happier with the experiance or the product. The order process was easy and the selection options were exellent. This was a birthday present for my mother who lives in a very difficult location to arrange deliveries but Meckenzie made the delivery on time without an issue. My mother loved the presentation and the food. Great service, Thank you for doing a fantastic job.”
“Ordering process, good. Most of the food items, the ones that seemed to be branded Mackenzie, were excellent with simple and spot-on heating instructions. However, the Green Beans Almandine were terrible, and releating instructions were flat wrong. These seemed to be a 3rd party product included in the deluxe fillet mignon meal. After following oven instructions for unthawed product, beans were essentially uncooked, undersalted, and over-garliced. Pretty grim and a major disappointment. Filet was excellent, crab cake was excellent, hors d'ourves were excellent, potato was excellent, and volcanto cakes were excellent. Beans were less than 1 star fit mostly for the trash bin.”
“I ordered the vintage design Christmas cookies and they are beautiful. Delivery was on time, but there was some confusion in the e-mail notices that I received. After receiving one e-mail telling me that the cookies were on their way, I received another one apologizing for sending me a notice about a shipment I had already received. Of course, nothing had been delivered yet so I was at a loss as to the meaning of the apology.”
